How to Engage Red Hat Support

As an authorized user on your account, you can open and manage support cases with Red Hat Support.

  1. 1

    Access Support Cases

    When logged in, access Support Cases by clicking the link at the top of the screen. There is also a quick link on the Home page.

    Note: The ability to access Support Cases is available only to authorized users on your account.

  2. 2

    Open a Support Case

    The Support Cases List displays all support cases associated with your account. From here, select Open a Support Case to create a new case.

  3. 3

    Specify Case Details

    Select product, version, and give the case a name and describe your issue in as much detail as possible. For example:

    • What problem/issue/behavior are you having trouble with? What do you expect to see?
    • Where are you experiencing the behavior? What environment?
    • When does the behavior occur? Frequently? Repeatedly? At certain times?
    • What information can you provide around timeframes and urgency?

    As you enter case details, recommended solutions will dynamically appear. The more detail you provide, the more accurate the suggestions.

  4. 4

    Attach Diagnostic Files

    Attaching logs, an sos report, or other diagnostics files is highly recommended and results in faster average resolution times.

  5. 5

    Complete Details and Submit

    Select Support Level, Severity, and then add additional users you’d like to receive notifications on the case. If your account has Case Groups set up, you can also select a group and the case will only be visible to the users in that Case Group.

    Once you click Submit, the case will be created and assigned a case number you may use as a reference. You will also receive an email confirming that the case has been created.

  1. 1

    View a Case

    Once you have created a support case, you will see it show up in the Support Cases list. From here you can search, sort and filter cases by case group or status. Select any case to view and edit details.

  2. 2

    Update Case Details

    To add additional information to the case, enter your information or inquiry to the Case Discussion box and click Post. Your update will be displayed in the case history below.

    You can also update the case by attaching files, or by modifying the case status, severity, and other details provided when you opened the case.

    Recommended solutions may be updated based on changes or additions to the case.

  3. 3

    Collaborate with Red Hat Support

    During the lifecycle of your case, you may be asked to answer additional questions from our engineers. This helps to narrow down the issues or symptoms, and ultimately bring resolution.

    You can respond to Red Hat Support via Case Discussion in the Case detail page, or by replying to email notifications that are received when your case is updated.

    The engineer assigned to your case will receive and respond to your update according to established SLAs.

  4. 4

    Escalate a case

    If your situation worsens or you wish to escalate to Red Hat Support management, you may request escalation. Be as specific as you can regarding your area of concern, business impact and expectations, in order to help our management team assist you most effectively.

    Your Red Hat Sales representative or Technical Account Manager (if applicable) can also escalate on your behalf.